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1
#CX
2
#CX
3
#CX
3
Catie Ivey Coutinho
VP of Client Partnerships at Insightpool
@catiecoutinho
4
#CX
Establish a Genuine and Unique Voice1
5
#CX
How Social Media Impacts
the Customer Journey
Know How You Want Your
Audience To Feel
Establish a Genuine and Unique...
6
#CX
Understand Your Customers
in a New Way2
7
#CXUnderstand Your Customers in a New Way
Characteristics
Demographics
VS
8
#CXUnderstand Your Customers in a New Way
Know How You Want Your
Audience To Feel
By 2020, social data will increase 600...
9
#CXUnderstand Your Customers in a New Way
Know How You Want Your
Audience To Feel
By 2020, social data will increase 600...
10
#CX
Build Deeper, More Authentic
Connections
3
11
#CX
Remain Human and
Empathetic
Discover the Audience’s
Wants and Needs
Build deeper, more authentic connections
12
#CX
Partnering with CCM Hockey to Power Word of Mouth
Identified highly engaged potential
audiences interested in relev...
13
#CXBuild Deeper, more Authentic Connections
Start using social to show genuine customer love…
14
#CXBuild a Deeper, Authentic Connection
…and you’ll be amazed at the results!
15
#CX
Listen to Customers
& Respond with Insights4
16
#CX
Partnering with DoubleDutch to Power Word of Mouth
Identified potential event attendees
interested in relevant topi...
17
#CX
Engage with Customers Over Time5
18
#CX
Re-imagining ongoing customer engagement:
19
#CX
Relationships take time…consistency is key.
20
#CX
The Future of the Customer Experience & Social Data6
21
#CX
We expect technology spend by CMOs to increase
10x in 10 Years
From $12 billion to $120 billion
unlocking a huge op...
22
#CXThe MadTech Catalyst
MADTECH
in 10years10x
$120 Billion per year
23
#CX
Insightpool’splatform is the leadingresource for
marketers to find untapped social audiencesand drive
them intorele...
24
#CX
Q&A
Contact us today:
Insightpool.com
marketing@insightpool.com
@Insightpool
bit.ly/1lUZYZ6
25
#CX
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Using Social Data To Enhance The Customer Experience

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Social data is so much more than numbers. Learn how to listen to your customers, build deeper connections, and respond with authentic insights and content to serve them better throughout the customer experience.

Published in: Marketing
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Using Social Data To Enhance The Customer Experience

  1. 1. 1 #CX
  2. 2. 2 #CX
  3. 3. 3 #CX 3 Catie Ivey Coutinho VP of Client Partnerships at Insightpool @catiecoutinho
  4. 4. 4 #CX Establish a Genuine and Unique Voice1
  5. 5. 5 #CX How Social Media Impacts the Customer Journey Know How You Want Your Audience To Feel Establish a Genuine and Unique Voice I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
  6. 6. 6 #CX Understand Your Customers in a New Way2
  7. 7. 7 #CXUnderstand Your Customers in a New Way Characteristics Demographics VS
  8. 8. 8 #CXUnderstand Your Customers in a New Way Know How You Want Your Audience To Feel By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses.
  9. 9. 9 #CXUnderstand Your Customers in a New Way Know How You Want Your Audience To Feel By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses.
  10. 10. 10 #CX Build Deeper, More Authentic Connections 3
  11. 11. 11 #CX Remain Human and Empathetic Discover the Audience’s Wants and Needs Build deeper, more authentic connections
  12. 12. 12 #CX Partnering with CCM Hockey to Power Word of Mouth Identified highly engaged potential audiences interested in relevant topics1 Custom engagement and activation campaigns focused on interactive messaging and benefits of customization 2 Drove highly engaged participants into a UGC program that allowed them to share their Goalie Customizer experiences 3 Key Results 55,314 reached (targets and their networks) 51% acquisition 487% click rate (clicks/tweets) CCM, the legendary hockey brand, wanted to build awareness around their new business line – The Goalie Customizer – to current loyal audience and potential new users.
  13. 13. 13 #CXBuild Deeper, more Authentic Connections Start using social to show genuine customer love…
  14. 14. 14 #CXBuild a Deeper, Authentic Connection …and you’ll be amazed at the results!
  15. 15. 15 #CX Listen to Customers & Respond with Insights4
  16. 16. 16 #CX Partnering with DoubleDutch to Power Word of Mouth Identified potential event attendees interested in relevant topics.1 Custom engagement and activation campaigns focused on booth incentives and educational sessions. 2 3 Key Results DoubleDutch, the leading provider of event tech solutions, wanted to build awareness around their event booth – IMEX– to relevant event attendees. Drove buzz around DoubleDutch’s presence at the event as well as relevant traffic to their booth. 98% like rate 3.5K expanded impressions 560% click rate (clicks/tweets)
  17. 17. 17 #CX Engage with Customers Over Time5
  18. 18. 18 #CX Re-imagining ongoing customer engagement:
  19. 19. 19 #CX Relationships take time…consistency is key.
  20. 20. 20 #CX The Future of the Customer Experience & Social Data6
  21. 21. 21 #CX We expect technology spend by CMOs to increase 10x in 10 Years From $12 billion to $120 billion unlocking a huge opportunity for marketing Technology companies and opening the door To the decade of the CMO
  22. 22. 22 #CXThe MadTech Catalyst MADTECH in 10years10x $120 Billion per year
  23. 23. 23 #CX Insightpool’splatform is the leadingresource for marketers to find untapped social audiencesand drive them intorelevant word of mouth engagement paths. Powering Predictive Word of Mouth Marketing a Predictive modeling identifies high engagement potential social audiences Streamlined campaign and nurture track interface Robust analytics and insight engine with predictive learning paths How Do We Do This?
  24. 24. 24 #CX Q&A Contact us today: Insightpool.com marketing@insightpool.com @Insightpool bit.ly/1lUZYZ6
  25. 25. 25 #CX

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